1. How We Deliver Our Products and Services

Alvonex supplies both physical products and mobile connectivity services. The delivery method therefore depends on what you order.

2. Physical Product Delivery

Physical products, including PAYG SIM cards and physical SIMs supplied with monthly services, will be dispatched to the delivery address provided by the customer.

Customers are responsible for ensuring that the delivery address entered during the order process is complete and accurate.

3. Delivery Methods

The available delivery method and any applicable delivery charge will be shown during the order or checkout process.

We may use Royal Mail, a courier service or another suitable delivery provider depending on the product and service ordered.

Where tracking is available, tracking information may be provided by email or through the relevant order information.

4. Delivery Charges

Any delivery charge applicable to a physical product will be clearly shown before the order is completed.

Some products or promotional offers may include free delivery. Where free delivery applies, this will be stated on the relevant product page or during checkout.

5. Dispatch Times

We aim to process and dispatch physical orders as quickly as reasonably possible.

Dispatch times may vary depending on:

• product availability;
• order verification;
• network provisioning where applicable;
• weekends and public holidays; and
• circumstances outside our reasonable control.

If an order requires mobile service provisioning before dispatch, the SIM may not be sent until the service setup is complete.

6. Estimated Delivery Times

Any delivery times shown on our website are estimates unless specifically stated otherwise.

Postal and courier delivery times can be affected by factors outside Alvonex’s control, including service disruption, severe weather, industrial action and seasonal demand.

We cannot guarantee a particular delivery date unless we have expressly agreed this with you.

7. eSIM Delivery

An eSIM is delivered electronically and does not require a physical SIM card to be posted.

Once your order has been accepted and the service has been provisioned, we will provide the activation information needed to install or activate the eSIM.

This may be supplied by email or another appropriate electronic method.

8. eSIM Activation Times

eSIM activation information is not necessarily issued automatically at the moment payment is made.

The service may first need to be provisioned through the appropriate mobile network or connectivity provider.

Activation times can therefore vary depending on the network, service type, order verification and other operational factors.

9. Monthly Physical SIM Services

If you choose a physical SIM for a monthly mobile, Data SIM or Business Mobile service, the connection may need to be provisioned before or around the time the SIM is dispatched.

We will provide any relevant activation or setup information with the order or separately by electronic communication.

10. Incorrect or Incomplete Delivery Address

Customers are responsible for checking their delivery details before submitting an order.

If an order is returned to Alvonex because the customer supplied an incorrect or incomplete address, we may require payment of a further delivery charge before redispatching the item.

This does not affect your statutory rights where the delivery problem is caused by Alvonex.

11. Orders That Have Not Arrived

If your physical order has not arrived within a reasonable period after the expected delivery date, please contact us.

We may ask you to confirm your delivery address and allow sufficient time for the delivery provider to complete or investigate the delivery.

Where appropriate, we may contact the delivery provider or arrange a replacement or other remedy.

12. Lost or Damaged Deliveries

If an item arrives damaged or appears to have been damaged during delivery, please contact us as soon as reasonably possible.

If a delivery is confirmed as lost, we will deal with the matter in accordance with your applicable legal rights and the circumstances of the order.

13. Delivery to the United Kingdom

Unless otherwise stated, products and services sold through Alvonex are intended primarily for customers in the United Kingdom.

Availability of delivery outside the UK, if offered, may vary by product and service.

14. Network Coverage and Delivery

Delivery of a SIM or eSIM does not guarantee mobile network coverage at a particular location.

Customers should check the relevant network’s coverage information before ordering where coverage is important to their intended use.

15. Device Compatibility

Delivery or activation of an eSIM does not guarantee that it will work with an incompatible device.

Customers should check that their device supports the required SIM or eSIM format and is compatible with the selected mobile network before ordering.

If you are unsure, please contact Alvonex before completing your purchase.

16. Delays Outside Our Control

Alvonex is not responsible for delays caused by events outside our reasonable control where we have taken reasonable steps to minimise the effect of the delay.

This may include postal disruption, network outages, supplier delays, technical failures, severe weather or other unexpected events.

17. Returns

If you wish to return a physical product or cancel a service, please refer to our Returns & Refunds Policy.

Your legal rights in relation to late delivery, non-delivery, faulty goods or services are not affected by this policy.

18. Contact Us About a Delivery

If you have a question about dispatch, physical delivery, eSIM fulfilment or activation information, please contact Alvonex.

Providing your order reference where available will help us locate your order more quickly.